[Hiring] Business Operations Manager @PerfectServe

Role Description

The Business Operations Manager is a strategic, execution-focused leader responsible for driving operational excellence across the Customer Experience (CX) organization. This role is critical in shaping the rhythm of the business, aligning cross-functional teams, improving processes, and translating data into insight-driven decision-making.

• Establish and continuously refine the operating cadence for the CX organization.
• Ensure KPIs, workflows, and review cycles align with strategic goals.
• Facilitate and lead sales-focused discussions with Account Executives and key internal stakeholders.
• Drive organizational alignment across units through planning cycles, performance checkpoints, and structured communication.
• Maintain a centralized repository of business processes.
• Analyze workflows to identify opportunities for improvement, simplification, and scalability.
• Lead enhancements across Salesforce, SharePoint, Slack, and project management systems.
• Partner with cross-functional teams to ensure process changes support both operational efficiency and customer outcomes.
• Produce clear, concise weekly, monthly, and quarterly business reporting.
• Deliver executive-level insights on risks, dependencies, performance, and initiative progress.
• Provide context, recommendations, and interpretation behind trends and data signals.
• Develop frameworks for current and emerging metrics aligned to business goals.
• Transform quantitative data into actionable insights that enable leadership decision-making.
• Identify and communicate patterns that highlight opportunities or risks.
• Define, implement, and maintain KPIs in partnership with functional leaders.
• Ensure performance measurements reinforce desired behaviors and business outcomes.
• Support teams with tools, dashboards, and alignment guidance.
• Serve as a trusted internal advisor, providing strategic guidance and operational clarity.
• Identify opportunities to enhance effectiveness across teams and streamline cross-functional initiatives.
• Lead planning, execution, and delivery of complex projects across multiple teams.
• Manage scope, timelines, communication, and risk mitigation for strategic initiatives.
• Own the communication calendar for key organizational rhythms including All Hands, QBRs, and operational newsletters.
• Lead operational initiatives aimed at improving customer satisfaction and engagement.

Qualifications

• 3+ years of experience in business operations, project management, or a similar role within a healthcare SaaS company.
• Strong project management background with proven success in delivering cross-functional initiatives.
• Advanced proficiency in Salesforce (administration or operations experience strongly preferred).
• Experience with process improvement methodologies (LEAN preferred).
• Strong analytical skills with the ability to synthesize data into actionable insights.
• High proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with BI/analytics tools such as PowerBI, Tableau, DOMO, Sisense, 6Sense, or Google Analytics.
• Excellent communication, facilitation, and collaboration skills.
• Ability to operate with agility and adapt to shifting priorities in a fast-paced environment.

Requirements

• Experience leading large-scale process changes or transformation initiatives.
• Knowledge of the PerfectServe Platform.
• Experience working with physician groups, medical practices, or hospital systems.
• Six Sigma certification (White/Yellow/Green Belt or higher).
• Strong attention to detail, proactive problem-solving, and a self-driven mindset.

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities